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Mexico · Resort
The chain's 14 resorts
The resorts changed the most: the average score rose from 42 to 66, and the share of content needing correction fell from 62% to 39%.
Results
+58%average content score
13/14resorts improved by 5 points or more
9/14gained 20 points or more
−23 ptsless content needing correction (62% to 39%)
Quality Score
42 → 66
Score by channel, first audit and second audit.
Before After
- Expedia55 → 71
- Booking.com44 → 62
- Hotel website35 → 65
What we found
- Before the audit, 62% of the content checked needed correction or improvement.
- The best resort went from 49 to 84, a gain of 35 points.
- A large resort moved only from 46 to 53.
What we did
- Content Quality Score audit of each resort on Expedia, Booking.com and its own website, in two rounds.
- Photo gallery and room-category recommendations for each property.
- Review-reply standards, with examples of good and weak replies taken from each hotel's own reviews.
The engagement
- Package
- Basic
- Duration
- Two audit rounds, 2021 to 2023
- Channels
- Expedia, Booking.com, Hotel website
Next storyThe chain's 12 hotels in key cities →“The resorts had the best change and performance in the chain.”
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